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  #1  
Old 03-19-2001, 07:19 PM
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Join Date: Jan 2001
Location: Iowa
Posts: 277
Last monday I took my car in for a strange noise in the engine compartment, and was diagnosed as the belt tensioner. My mechanic notified me and ordered the part. I just got off the phone with him, only to find out he hasn't even received the part!?!? Is this normal? If this were my daily driver, I would be standing at the local dealer that is supposed to be supplying the parts.

What gives here? I own two businesses and if I treated my customers this way I wouldn't be in business for long. It is a "service" industry for crying out loud. Be courteous, be prompt with excellent communication, and provide the service.

The parts department is going to get some customer feedback unless you people can convince me this is normal/acceptable operating procedure.

Thanks, I feel better,
Brian W.
92 400E
90 300E
87 260E
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  #2  
Old 03-19-2001, 07:29 PM
Jason M.
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where did you order the part from?

Where did you order the Part from?


Jason M.
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  #3  
Old 03-19-2001, 07:33 PM
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Join Date: Jan 2001
Location: Iowa
Posts: 277
My mechanic ordered it from Arenson Motors in Cedar Pointe, Iowa...seven days ago!
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  #4  
Old 03-19-2001, 09:25 PM
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Join Date: Mar 1999
Location: Suwanee, GA, USA
Posts: 4,712
From now on, use us! We can get parts out FASSSST if needed. Just let us know in partsshop. In fast lane, the usuall time is about 3 days.
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  #5  
Old 03-19-2001, 09:42 PM
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Join Date: Mar 2000
Location: Gainesville FL
Posts: 6,844
We expect at least overnight delivery for over 99% of our MB parts. MB is even delivering parts from Germany in 2-3 days. We are not located in a major city and yet we get two deliveries a day from our major supplier. Up to 7:00 PM Eastern time we order and get shipment from CA next day before 10:00AM, up to 11:00 AM we get same day delivery at around 3:00PM from the same source delivering by truck out of Tampa. But of course, for a belt tentioner we would stock it ourselves.

Try that with a Ford.
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Continental Imports
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  #6  
Old 03-19-2001, 10:29 PM
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Join Date: Jan 2001
Location: Iowa
Posts: 277
When I was first notified, I checked the fastlane catalogue and didn't find the part. I am also torn between this website and my local mechanic. I feel an obligation to let him supply the part versus me bringing it in, but not if it is going to take 7+ days per repair. This is just not acceptable IMO. He also checked with World Pac and they did not have the part.

I'm not sure what my options are at this point, but I will not support, nor help perpetuate, a business that feels this is an acceptable business practice. Is it the dealer dragging their feet because it is a local shop, and not a MB dealer?

In the world of overnight couriers I'm trading with a dinosaur. Steve, your method would seem to be the market norm. Why is this the case?

Thanks again,
Brian W.
92 400E
90 300E
87 260E
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  #7  
Old 03-19-2001, 11:37 PM
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Join Date: Nov 2000
Location: Houston, TX, USA
Posts: 185
Maybe just a taddddd of topic...

But I ordered tune up parts (caps, rotors, plug wires) for my 400E from Bekkers a couple of weeks ago. I recieved them almost 2 weeks after I ordered them. Note: I paid by Credit Card to my Bekkers business account so there was payment instantly. I thought that was way too long. Good thing I didn't have a customer's car sitting in the shop waiting for the parts! Bekkers said it was taking forever for THEM to get the parts.


PETER
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  #8  
Old 03-20-2001, 01:34 AM
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Join Date: Apr 2000
Location: LEMONT-CHICAGO
Posts: 412
Parts shop is very good at getting the parts out. I order on March 14, 2001 and the parts arrived Friday March 16, 2001. Now thats what I call service. I could not get parts from the dealer faster. The dealer usually takes two to three days, and I have to go there and pay for the part before they order it and then pick it up when it arrives. Wasting my valuable time.
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  #9  
Old 03-20-2001, 07:06 PM
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Join Date: Jan 2001
Location: Iowa
Posts: 277
It is over a week now and am still waiting on a belt tensioner. I reached my, I-can-no-longer-be-patient limit and called the dealer and emphatically expressed my severe frustration with their (lack of)service.

He then tells me, "they were not informaed this was a rush part."

I said, "rushed?" How about just being timely? Silence.

Do I have to ask to get your best service? Do you need to be reminded on every order there may be someone waiting for there vehicle to be repaired? Silence.

Can you tell me this is good service? Silence.

It would be different if this were an isolated incident, but this happens with every order. Silence.

Getting parts for my cars is the single most frustrating part of ownership. It has a large impact on ever buying another MB again. If this were my only vehicle, it would be sold. My income is directly commensurate with my ability to drive and down time is very expensive (which is why I have more than one).

This is a component of "quality" as discussed in another thread, and MB is failing miserably.

Not feeling better, I need to kick the heavy bag.

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  #10  
Old 03-20-2001, 11:37 PM
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Join Date: Aug 2000
Posts: 15
Stevebfl-moderator. I noted your reply with interest. As an owner of a recently acquired 560SL in the Tampa area I'd like to associate with a professional in the repair business. Where is Continental Imports located? harcar
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  #11  
Old 03-21-2001, 08:53 AM
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Join Date: Mar 2000
Location: Gainesville FL
Posts: 6,844
We have some service customers from out of town, but Tampa might be stretching it. We are located in Gainesville FL. http://www.continentalimports.com
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Continental Imports
Gainesville FL
Bosch Master, ASE Master, L1
33 years MB technician
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  #12  
Old 03-21-2001, 10:49 AM
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Join Date: Aug 2000
Posts: 15
I agree, Gainesville is a bit far. Thanks. harcar
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